No notes = Lying customers or bad reps?
Well, this one is a little hard to determine, as I'm sure we've all had our fair share where no notations on an account can lead to many headaches.
However, I am becoming more convinced that our customers are a bunch of greedy, lying, selfish group of people from the experiences I've had. Here's one example I've had recently.
Lady calls in just to check the status of 2 of her 4 lines. Wants to make sure they cannot make or receive calls. I inform her that, yes, those lines are susspended.
Lady: "What? Susspended? Since when? I never requested this 'susspension'".
I then tell her that yes, she request it. Notations show she did. She then tells me that all she wanted was to make sure those phones couldn't make or receive calls as a...
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However, I am becoming more convinced that our customers are a bunch of greedy, lying, selfish group of people from the experiences I've had. Here's one example I've had recently.
Lady calls in just to check the status of 2 of her 4 lines. Wants to make sure they cannot make or receive calls. I inform her that, yes, those lines are susspended.
Lady: "What? Susspended? Since when? I never requested this 'susspension'".
I then tell her that yes, she request it. Notations show she did. She then tells me that all she wanted was to make sure those phones couldn't make or receive calls as a...
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heres one, 😲
cust: I WANT TO SPEAK WITH YOUR SUPERVISOR? YOU F-IN F-ER!!!!!!
rep: certainly, if you dont mind holding ill see if i can reach out to supervisor ..
cust: F-YOU !!!!!
rep: thank you please hold...ok mamn i have my supervisor bob on the line, and hell be assisting you further.
bob:hello mamn im a supervisor at cingular wireless i believe you asked to speak with a supervisor...
cust: well yes young man, i did... that last operator i spoke with was real rude to me he was yelling at me , and told me i wouldnt get a credit for something thats obvioussly a mistake and he even screamed at me calling me an F-IN F-ER...
bob: mamn at the be....
cust:ive been a customer of att wireless for 5 years theres no wa...
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cust: I WANT TO SPEAK WITH YOUR SUPERVISOR? YOU F-IN F-ER!!!!!!
rep: certainly, if you dont mind holding ill see if i can reach out to supervisor ..
cust: F-YOU !!!!!
rep: thank you please hold...ok mamn i have my supervisor bob on the line, and hell be assisting you further.
bob:hello mamn im a supervisor at cingular wireless i believe you asked to speak with a supervisor...
cust: well yes young man, i did... that last operator i spoke with was real rude to me he was yelling at me , and told me i wouldnt get a credit for something thats obvioussly a mistake and he even screamed at me calling me an F-IN F-ER...
bob: mamn at the be....
cust:ive been a customer of att wireless for 5 years theres no wa...
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HAW!!!! That is great 🙂
That reminds me of something that happened to me. I got a customer who basicly was lying telling me that they were promised huge credits becase they changed thier rate plan, and it must not have been changed because his bill was huge. well in the background the customer was speaking french telling whoever that he was going to lie and get all this overages credited back. Speaking in french that he never changed his plan and that he was sure he could get the credits.
Finally I told the customer that I couldn't give him those credits because I didn't see where he even called in to change his plan. Of course he wanted a Sup, so I told him that it would be a few minutes. Again in french telling his buddy tha...
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That reminds me of something that happened to me. I got a customer who basicly was lying telling me that they were promised huge credits becase they changed thier rate plan, and it must not have been changed because his bill was huge. well in the background the customer was speaking french telling whoever that he was going to lie and get all this overages credited back. Speaking in french that he never changed his plan and that he was sure he could get the credits.
Finally I told the customer that I couldn't give him those credits because I didn't see where he even called in to change his plan. Of course he wanted a Sup, so I told him that it would be a few minutes. Again in french telling his buddy tha...
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Oh, a similar situation happened to a friend of mine when I worked for TiVo. The sup was sitting right next to her, monitoring the call. The cust was cursing out the rep, and the rep warned 3 times about the language and then d/c the call. When the cust called back (customer care for TiVo is only 1 call center) he req to speak to a sup. The customer was stating that he was hung up on for no reason and that the rep was being rude. The sup told the customer that he was monitoring that call. The cust did NOT believe him. It was so funny.
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I had one guy today who lost his phone and had is suspended.
He says the rep who suspended it told him that he can go to the store and get a Free Phone, Free extra battery, Free home charger, Free Car Charger, Free headset and a Free case!
Notes say no such thing of course....
Bad notes or lying customer??
Free phone = $59.99 + $40 MIR
Extra Battery = about $25-30 not sure not a store rep 🙂
Free Home Charger = Free, comes with phone
Free Car charger = $21.99 about
Free headset = About $20
Free Case = About $15
So not only are we giving him a VERY good discount on the phone already he expects over $100.00 in free accessories and a bigger phone discount!! 🙄 🙄
All because is been a great long term customer ...
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He says the rep who suspended it told him that he can go to the store and get a Free Phone, Free extra battery, Free home charger, Free Car Charger, Free headset and a Free case!
Notes say no such thing of course....
Bad notes or lying customer??
Free phone = $59.99 + $40 MIR
Extra Battery = about $25-30 not sure not a store rep 🙂
Free Home Charger = Free, comes with phone
Free Car charger = $21.99 about
Free headset = About $20
Free Case = About $15
So not only are we giving him a VERY good discount on the phone already he expects over $100.00 in free accessories and a bigger phone discount!! 🙄 🙄
All because is been a great long term customer ...
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Customers think we're stupid just because we're at their beck and call, they figure that only a stupid loser would work customer care. Nice attitude, and it's funny because some of the smartest people I've ever met worked in call centers of one kind or another. Most idiot customers don't realize that the call center is ideal for students who need a flexible schedule, or highly intelligent weirdos who need a decent paying job that doesn't require them to get rid of their tats, piercings, horn implants, strange attitudes, etc. If the customers had any idea of how smart a lot of us really are, they'd be a LOT more careful about the scams they try and the things they say... 🙄
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sounds liuke tyhis guy was read the blue phone insurance at no extra charge thingy on the website, it says will cover ONE of these, and its thru the insurance company not a store . some people sheesh!!!
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Wait why are you charging her the resume fee when the system did not suspend her service? We only charge that fee if we suspend them for non-pay.
Resuming service from vaction/seasonal does not get this fee, nor does lost/stolen.
Resuming service from vaction/seasonal does not get this fee, nor does lost/stolen.
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Link said:
Wait why are you charging her the resume fee when the system did not suspend her service? We only charge that fee if we suspend them for non-pay.
Resuming service from vaction/seasonal does not get this fee, nor does lost/stolen.
If it was not charged for vacation/seasonal, it does when it gets resumed, you have to manually charge the fee, so it was charged at time of suspension it does when it gets resumed.
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but according to that ID they are only charged the reinstate fee if they are suspended from service by the systme for the reason of NON-PAY. Story states she requested the suspension there fore it would have been for vacational/seasonal and a 9.99 fee would have been charged at the time of suspension.
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Ok and then upon reinstatement you didn't or did charge her the $25.00 resume fee?
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Link said:
Are you talking about the $9.99 fee to first suspend or the $25.00 to resume?
To suspend for vactional/season there is a 1 time fee of $9.99, which can either be applied since its manually done either at time of suspension or date of reinstatement.
As for suspension for involatary due to non payment there is a $25.00 oer line resume of service which which is not waived.
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Yes I know all this, I was just wondering which fee Orangeguy charged the customer when reinstating, as he never mentioned a monetary amount.
I have always gone with the belief that the customer should be charged the $9.99 fee first and have it taken care rather then not charging it and leaving it up to some intellectually challenged rep to take care of it.
I have always gone with the belief that the customer should be charged the $9.99 fee first and have it taken care rather then not charging it and leaving it up to some intellectually challenged rep to take care of it.
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unfortuneately, reps don't always note the account.
I have seen that many times, more often than the customer lying about what was said.
I have seen my conversations with cust care not recorded either.
Was this on the At&T side of things?
I have seen that many times, more often than the customer lying about what was said.
I have seen my conversations with cust care not recorded either.
Was this on the At&T side of things?
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i got a call that was really wierd, rep called in to see if cust was blue tdma, because the cust says that he never had an acct with att/cing so i said that it was under custs name and it was cancelled due to non pay and was written off, rep left the line and i made my notes as follows
"rep called in, cust says that he never had acct with us, told him that he wold need to call fraud"
then i get feedback from a red hat in MY call centre and basically said that cust talked to me and said that he asked to speak to a sup, never gave him one and transferred into que.
I NEVER EVEN TALKED TO THE GUY! wtf and then my tl presents this to me the same day. i said look at the notes it says "REP CALLED IN" why can't people read there is a reason...
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"rep called in, cust says that he never had acct with us, told him that he wold need to call fraud"
then i get feedback from a red hat in MY call centre and basically said that cust talked to me and said that he asked to speak to a sup, never gave him one and transferred into que.
I NEVER EVEN TALKED TO THE GUY! wtf and then my tl presents this to me the same day. i said look at the notes it says "REP CALLED IN" why can't people read there is a reason...
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OMG! 😳 How the hell did you not up and smack you TL? Or therep who sent the feedack about you? or THEIR TL? The notes should have been reviewed by all THREE of these people!
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it was given by a red hat/ escalation consultant/resolutions specialist, they r the ones who r supposed to help us
😳
😳
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This thread got way too confusing. We all seem to be stating the same things. and they all seem to be contradicting orange guy. Why is this thread still going on if we're just saying the same thing but worded differently?
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Sorry hon, must've missed that one....so long and confusing to keep it all straight!
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